Rajan Singh
Mumbai
Summary
Enthusiastic and reliable Customer Service , dedicated to providing excellent customer service with a smile. Understands the importance of delivering the mission of a brand with each and every action and interaction that takes place involving customers. Dedicated to identifying guests needs and delivering effective solutions to all problems.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Executive
IDFC First Bank Limited
Mumbai
10.2020 - 09.2022
- Handling escalations related to assets products and ensuring the same is communicated within 24 hours
- Resolving customers problem over the email and handling cases which are reported to RBI and nodal officers and giving resolution within the turn around time
- Achieved service quality score of 100% along with the return rate of just 5% of customer in next 14 days
- Prepared daily reports using software like Salesforce & BPM & cleaned the data using Microsoft Excel.
Sr. Customer Service Associate
Sutherland Global Services
Mumbai
03.2018 - 03.2020
- Handling 50-80 cases per day while identifying needs of customers promptly and efficiently.
- Delivering excellent customer service, resulting in consistent 90% customer satisfaction rating
- Responding to customer requests, and highlighting any negative feedback received via email to proper authority and resolving it within the given timeframe
- Following up on pending resolution with the respective team and providing solution via email.
Guest Service Associate
Taj Lands End
Mumbai
06.2017 - 12.2017
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills
- Ran reports detailing daily guest numbers and exceeding the monthly target for up-selling by 70%
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel as well as coordinating for Lost & Found with Security Department
- Oversaw fast-paced front desk operations and guests' needs at busy facility
- Prepared daily reports such as Rate Variance, Upgrade Report, Crew Clearance etc.
Front Desk Associate
Trident Bandra Kurla
Mumbai
03.2012 - 04.2014
- Used Opera and Micros software to check daily record sheets, guest accounts and managed billing
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy
- Identified and explained room and property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding way around property
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
Education
B.Sc. in Hotel Management & Tourism Studies -
DY Patil University
03.2017
H.S.C. -
Terma Junior College
04.2014
Advanced English -
Indo American Society
Skills
- Ability to Work in a Team
- Multitasking Skills
- Highly Organized
- Leadership Skill
Certification
- Awarded as Superstar of the quarter for Q2 and Q3 for best customer experience.
- Awarded with Gold and Silver level certificates for Upselling and Guest Feedback
- Certificate in Advanced English Conversation from Indo-American Group of Society
Languages
- English
- Hindi
- Marathi
Timeline
Customer Service Executive
IDFC First Bank Limited
10.2020 - 09.2022
Sr. Customer Service Associate
Sutherland Global Services
03.2018 - 03.2020
Guest Service Associate
Taj Lands End
06.2017 - 12.2017
Front Desk Associate
Trident Bandra Kurla
03.2012 - 04.2014
B.Sc. in Hotel Management & Tourism Studies -
DY Patil University
H.S.C. -
Terma Junior College
Advanced English -
Indo American Society
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